Return & Refund Policy

Last updated: 21 August 2026

This Return & Refund Policy applies to orders placed through https://goupick.com. It is provided in addition to, and does not affect, any additional statutory rights you may have under the consumer protection laws applicable in the UK.

Quick Overview

Return Window 30 days from the date of delivery
Condition Required Unused, unworn, with original tags and packaging
Return Shipping Cost Customer pays for change-of-mind returns · Free for faulty, damaged, or incorrect items
Restocking Fee None
Refund Processing Time Within 5 business days of receiving and inspecting your return
Refund Method Original payment method
Order Cancellation Free before dispatch (order cut-off 4:00 PM); standard return process applies after dispatch

1. Store Return Policy (30 Days)

We offer a 30-day return window from the date of delivery for most items purchased on our website.

  • The item must be unused, unworn, and undamaged.
  • The item must be in its original condition, with all original tags, labels, and packaging intact.
  • A valid order number or proof of purchase must be provided.
  • You may try an item on as you would in a physical shop, but it must not show signs of wear, use, washing, or alteration.

Items that do not meet these conditions may be refused, or a deduction may be made from the refund to reflect any diminished value.

2. Non-Returnable Items

For hygiene, safety, or practical reasons, certain items cannot be returned once opened, used, or unsealed, including but not limited to:

  • Items with a broken hygiene seal (e.g., underwear, swimwear, cosmetics, earrings)
  • Personalised, made-to-order, or custom products
  • Items that have been altered in any way
  • Gift cards
  • Items clearly marked as non-returnable on the product page

3. How to Start a Return

To request a return, please email support@goupick.com with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Clear photos, if the item is damaged, defective, or incorrect

Our team will review your request and, once approved, provide you with return instructions and the correct return address. Please do not send items back before receiving confirmation, as returns sent without prior approval may not be accepted.

4. Return Shipping Costs

  • Change of mind, incorrect size, or ordered by mistake: return shipping is the customer's responsibility.
  • Faulty, damaged, or incorrect items: we cover the return shipping cost, or in many cases will simply issue a replacement or refund without requiring the item back.
  • We recommend using a tracked shipping service, as we cannot be held responsible for returns lost in transit.

We do not charge a restocking fee on any approved return.

5. Refunds

Once your return is received and inspected, we will notify you by email whether your refund has been approved. Approved refunds are issued to your original payment method within 5 business days of inspection.

Please allow additional time for your bank or card provider to process the refund and for it to appear in your account – this can typically take a further 3–7 business days.

Original standard delivery charges are non-refundable where a partial order is returned, and any optional paid delivery upgrade is non-refundable, except where the return is due to our error.

6. Exchanges

We are happy to offer exchanges for a different size, colour, or variant, subject to availability. To request an exchange, please contact us via support@goupick.com before returning your item, and our team will guide you through the process.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 30 days of delivery at support@goupick.com and include:

  • Your order number
  • A description of the issue
  • Clear photos or video of the item and, where relevant, the outer packaging

Once verified, we will offer a free replacement or a full refund, at your choice, and in most cases will not require the faulty item to be returned. This does not affect any additional rights you may have to a repair, replacement, or refund for goods that are faulty or not as described under the consumer protection laws applicable in your country.

8. Order Cancellations

Orders can be cancelled free of charge before they are dispatched. Our order cut-off time is 4:00 PM (GMT/BST), with processing taking 1–2 business days. To cancel, please contact us as soon as possible after placing your order. Once an order has been dispatched, it can no longer be cancelled, but you may return it under this policy once received.

9. Lost or Undelivered Returns

If you have sent a return and have not received confirmation from us within 10 business days, please contact us with your tracking information so we can investigate with the courier.

10. Company & Contact Information

Trading Name GOUPICK
Legal Company Name GOTO HNK LTD
Company Number 12815965
Registered Address Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
Email support@goupick.com
Phone +44 7412 812590
Customer Service Hours Mon–Fri, 9:00 AM–5:00 PM, GMT

We aim to respond to all enquiries within 24 hours on business days.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect operational changes or legal requirements. The most current version will always be available on this page. This policy does not affect any additional statutory rights you may have as a consumer.